Gray Line Reviews 63

The Gray Line – Fast Track: Park Guell & Sagrada Familia Guided Tour with Tower Access (Barcelona) – transfer included was our worst tour experience ever! The Park Guell was closed, as was the tower access, therefore, NO tours, nor transfer. All full refunds are advertised; that was not the case. Although an alternate date “will be offered”, in spite of phone calls, messages and e-mails it was NOT. Julia Travel is the Gray Line Spain contact – they direct clients back to Gray Line, who in turn defer to “our local licensee”, namely Julia Travel. At the end of the day, our tours were cancelled and NOT fully refunded. I would NOT recommend ever using Gray Line, nor Julia Travel, but instead book directly with Park Guell and Sagrada Familia for timed entry tickets.

We booked a Quebec City Tour through Expedia. The tour details are too vague and failed to communicate that the tours departure was from Montreal. We waited hours to get any clarification from Grey Line.

Once they have your money, they really stop caring about you.

Sad to know you really don’t matter to them.

False Advertising and Bait-and-Switch Scam
Headline: PAID FOR LUXURY VAN, GOT A BASIC BUS—SCAM ALERT!
I highly advise everyone to avoid Gray Line Las Vegas. I paid a premium price of $634.06 for two people to take the "Grand Canyon West Rim by Luxury Limo Van" tour, which is advertised with high-end Mercedes Van photos. Instead, we were picked up in a regular bus—the exact same service provided to passengers who only paid $205.00.
When I contacted customer service, they admitted the vehicle was not a limo van but claimed the bus was "luxury" because it had leather seats. This is a blatant bait-and-switch. They offered a "goodwill" refund of only $65 per person, which doesn't even cover the $120 per person price difference between the luxury package and the standard bus tour I actually received.
This company is knowingly overcharging for premium services they do not provide and then refusing to refund the difference when caught. Do not use this service. They are misleading customers and their "luxury" labels are a lie.

It was my first time in Las Vegas, and I was alone so security and safety were just as important as having a great time. My travel agent booked Grayline for a day tour to the Hoover Dam and the Grand Canyon. Derrick was an excellent guide. He was funny, knowledgeable, and thorough. He has rain jackets and book bags for the guests (we didn't know about the weather or the fact that we couldn't take book bags). He was considerate, and the trip was beautiful. He even played a video about Las Vegas while we were on the bus. I was scheduled to have a Mercedes sprinter, but the company acknowledged their inability to provide me with one, and they will refund me a portion of my money. I would definitely recommend Grayline, especially in Las Vegas.

you want a tour of Orlando’s traffic and a masterclass in audacity, Gray Line is for you. Our guide, Brad, was essentially a decorative lawn ornament—he stayed outside the Kennedy Space Center (KSC) the whole time, serving zero purpose while we struggled to navigate. He "forgot" to mention the KSC app or booking windows, so we missed the shows, but he did remember to "mistakenly" hand me tickets and then hit me up for cash at the end like a back-alley shakedown.
The "tour" is a joke. Uber is cheaper, faster, and doesn't hold you hostage on a route that passes your own hotel just to waste two hours of your life. Brad’s only real skill was bullying an elderly woman with a language barrier for being late—forcing the bus to "applaud" her late arrival like a schoolyard bully.
Pro tip: Watch a YouTube video of the Space Center. It’s more educational, costs $0, and doesn't aggressively beg you for tips while you're trying to nap. Brad and his driver aren't guides; they’re just greedy gatekeepers of a bad experience.

I booked a private shuttle to get me from the airport to the hotel and back in Dominican Republic. It was a horrendous experience. They were disorganized. The driver didn’t know where he was going. He wouldn’t communicate with me to let me know what was happening. He remained silent while he waved aggressively at me to tell me to shut up the entire time I was in his vehicle. The ride took twice as long as it should’ve. I was very unnerved by the entire experience, especially since I was alone with my young son. This is a horrible organization - do not book with them.

I booked air port pickup . That wasn't bad so we when to them for excursion . (WRONG) Cactus tours. $90 dollars a person up front . Then there was charges as we checked in. $25.00 for park entry fee , $65.00 for insurance on the UTV & ATV. So just walking in was total of $295.00 . Same day we booked a boat tour. $97 each person for 2.5 boat tour . The tour only lasted maybe 2 hours. I would NOT recommend grey line for anything .

If I could give zero stars, I would. Our experience with Gray Line Los Cabos was genuinely one of the most frustrating, unprofessional, and dishonest encounters I have ever had with a transportation company.

Our shuttle was scheduled for 12:20pm from Riu Santa Fe. We arrived at 12:00pm, stood in the exact pickup location for 45-50 minutes, watched every vehicle that came through, and Gray Line never showed up. At 12:35 we approached the onsite rep, who phoned dispatch and at 12:45 we were told we were marked as a “no show,” which was simply not true. We were standing there in plain sight with our luggage the entire time.

What happened afterward was even worse than the missed pickup: the customer service responses were full of contradictions.
One message claimed the driver was at the hotel and the GPS confirmed it. The very next message said the GPS “was not functioning.” Which is it? Because it can’t be both.

I repeatedly asked very simple, reasonable questions:
• Were the vehicles marked or unmarked?
• How long did the driver wait?
• Did the driver attempt to locate us at all?
• Could the driver have picked up the other passengers scheduled at the same time and left immediately?

Gray Line refused to answer any of them.

What I do know is this: their vans are not unmarked. We saw every shuttle that came into that area. We did not miss anything. If a Gray Line vehicle arrived, it either left within seconds or never showed up at all. And instead of taking responsibility for a likely mix-up or miscommunication, they chose to blame the customer.

Because they incorrectly labeled us as a no-show, we were forced to take an $90 USD taxi (about $125 CAD) and then got stuck in traffic, arriving at the airport extremely late and stressed. You would think Gray Line would at least refund the cost of the shuttle we never received, even if they did not want to cover the taxi. But no. They chose to do nothing. No refund, no apology, no accountability, not even an acknowledgement that something clearly went wrong.

The refusal to take responsibility is honestly worse than the missed shuttle. They could have made this right but chose not to.

Their attitude seems to be “the driver says you weren’t there, so that’s the truth,” even though we were literally standing in the pickup area the entire time, and even though their own explanations contradict each other.

Save yourself the stress, the money, and the fight. Use any other shuttle service. Gray Line Los Cabos has shown us they are unreliable when things go wrong and unwilling to make things right.

I loved the lady(Pat Gunn) that was the tour guide. But the lady that woks in the office was rude and unkind. I am 80 and have a “ handicapped” plackard. This so and so
had my car towed! Cost me $175!

Mis sold bus tour as hop on hop off not the route we requested and more than once tried to add river cruise.
Deceitful and wrong herded onto bus stopping us from getting on the one we wanted

I booked a guided day trip to Iguazu Falls back in April.

On 30th August, two days before the trip, I started receive to receive WhatsApp messages from an unknown company demanding copies of our passports. We could only guess it was a scam. As I blocked their number, I then started to receive emails from the same company, saying they were going to do the guided day trip. I spent most of the day (since 10.34am) trying to find WiFi random spots and emailing Gray Line but being ignored by them.

They have a 24 cancellation policy, and from 30th August 5pm onwards, 2 days before the trip, I started to request a cancellation of the trip, which is more than 24h before the trip, and I have been ignored by Gray Line. I emailed the email adresses given to me on the occasion of the booking, plus many email addresses I could find online, and their WhatsApp number, and they have ignored my requests.

On the day after, which was the day before the trip, they kept ignoring me.

It was only on the day of the trip, after noon, that they asked if we were on the trip, completely ignoring the requests for cancellation made 1 1/2 days before.

We requested to dispute the transaction with Mastercard due to the fact that the company sent us to a third party without our knowledge, this third party company didn't have good reviews online, and therefore, the product was not the one advertised, and they refused to cancel the trip and to refund us 1 1/2 days before the trip, despite having a 24 hour cancellation policy.

They are a scam! I booked a transfer for visiting 3 different southeast beaches in Joao Pessoa, Paraiba. They did not show up and I couldn't contact them. No explanation given. Multiple phone calls to different incompetent people from Rio and nobody could explained me what happened. Disgusting scam

Avoid !! Terrible experience! Paid $ 225 for guided tour of Vatican museums, Sistine Chapel, Basilica. Tour guide terrible...she lost us within minutes of starting tour so we paid for nothing!! Ruined our last day in Rome!!

We had Tim as our guide on two trips, the dolphin cruise and the bonaventure trip. He is awesome. Very knowledgeable and makes sure his customers are comfortable. I highly recommend this company.

Tour didn’t work..2 times in two different places

Complete scammers. Cancelled our tour and never reimbursed us. It has been 3 weeks, 700 euros in the nature and everytime it’s the same thing « there is a little delay, we will transmit the demand to the financial service ». I will start to look at possible legal actions against the company.

We just got back from Cabo and book Gray Line for our transportation round trip to and from our resort. The service was awesome. We were the first people out at the meeting spot so we had to wait about 20-30 minutes for the other people to show up but we sat in the bar area for a cocktail and Gray Line came and told us when we were ready to leave. Great experience with them.

It is advertised and billed as a two hour tour. It is not! The bus driver made us sit and wait while he was on the phone. The tour is 1.5 hours with a 20 minute stop. Pick another one.

My wife and I booked the Gray Line Switzerland "Mt. Pilatus - Golden Roundtrip" tour in August 2024.

ISSUE #1
The day of the tour, while on the bus from Zurich to central Switzerland, the Gray Line tour guide told us we would be dropped off at the base of a mountain and that we would each be given two tickets. From there, we would be on our own until we had to meet the bus in Lucerne 6 to 7 hours later for the return bus trip to Zurich.

We were told:
A) The first ticket would get us on a "Panoramic Gondola" (going part way up the mountain), then get us on the "Dragon-Ride cable car" (& go the rest of the way up the mountain), then later, that same ticket would get us on the "cogwheel Railway" (down the other side of the mountain, to a lake).
B) The second ticket would get us on a "Lake cruise" boat that would drop us off in Lucerne.
C) We had to be at a certain location in Lucerne at the appointed time or miss our transport back to Zurich. And that if we missed this bus, we would then be left to our own devices.

I repeatedly asked the Gray Line tour guide for directions and/or a map showing us how to get from the Gondola to the cable car, from the cable car to the Cogwheel train and from the Cogwheel train to the Lake Cruise boat.
What we received was:
1) The two tickets each (listed above).
2) A small yellow piece of paper that named the modes of transport (listed above) and the times to be on the train/boat/bus meeting point in Lucerne.
And was told to "ask people there" how to find the cable car, the cogwheel train and the boat.

As we approached each of the first two transfer points, we did not know if we had to go 5 Meters, 50 Meters or 500 Meters to the next means of transport. We did not know if we should go left or right, up or down.

ISSUE #2
After boarding the Cogwheel train to go down the mountain, train staff informed us the train coming up the mountain was broken and our departure would be delayed 30 to 60 minutes. When I inquired about catching the Lake Cruise boat on time, about times for later cruise boats, about what to do if we miss the bus in Lucerne, the train staff had no answers, only a new estimate for train departure.
My wife called the Gray Line guide for our tour, told her of the situation and then made the same inquiries about boat & bus times/options. The guide's reply was, "Ask the people there." My wife handed the phone to me. When I said, "this is Ed", the response I got was the sound of the call being terminated from the other end.

Fortunately, the other people in our train car spoke English and seemed to be familiar with local geography and public transport options. They strongly advised us to abandon Gray Line’s itinerary and use different options to get down the mountain and then make our own transport to Lucerne via alternate methods. So, when the train staff returned with and even later estimate for departure, one that meant we would likely miss the boat departure, we took the other passenger's advice, got off the train and made our own way back to the Lucerne meeting point.

The two major points here:
(1) Gray Line should provide written (or at least verbal) directions on how to get from one transport device to the next. (When we made our way to each of those first two transfer points, we did not know what/where/how prior to getting there. That made us very uneasy)
(2) When Gray Line itinerary fell apart, we felt abandoned.


Last, but not least:
My wife, even after reading the tour description in the Gray Line Tour booklet, was completely surprised we were left to navigate much of this multi-legged tour on our own...
We both believe that this lack of a guide should be made VERY clear in Gray Line’s tour description.

We booked a van to transport our family of 6 with 11 pieces of luggage from the airport to our resort, and it was a complete disaster from start to finish. We waited an excruciating hour only to be handed an SUV instead of the van we specifically requested. And guess what? They had the nerve to tell us that they didn’t have a van available. The SUV was cramped and couldn't accommodate our luggage, so we ended up having to hold it all on our laps.

As if that wasn’t bad enough, on our return day, we called to confirm the pickup time, only to be told that the driver had shown up 3 hours earlier than requested and marked us as a no-show. When we explained that the time was wrong, they refused to send another van and left us high and dry, telling us we had to make our own way to the airport.

This has been one of the worst experiences I’ve ever had with a transfer service. The staff were indifferent and uncaring. We discovered that Gray Line Los Cabos barely has any vehicles and relies on private cabs, which means you’ll always be misled about wait times. When things go wrong, their go-to excuse is always that the driver had a problem with the vehicle, and they’ll just send another one.

I will never use Gray Line Los Cabos again and strongly advise against it. If you can, check if your resort offers a shuttle service and pay for that instead. Avoid this company at all costs.